Brianna Doonan Email & Phone Number

Palm Coast, FL, US

Florida, United States

- Manage support tickets using Zendesk to track, prioritize, and resolve issues promptly.- Experienced in Azure services for user and resource management, including creating user accounts, configuring permissions and handling directory synchronization with Active Directory.- Utilizing Microsoft InTune to administer and manage mobile device and application.

• Assist in leading a comprehensive four-week training curriculum for classes ranging from 15 to 25 new hires at the Enterprise IT Help Desk.
• Provide personalized coaching through one-on-one meetings, enhancing trainees' understanding of Boeing policies and procedures.
• Deliver real-time assistance during chat support training, reducing average-handle- time and improving first-contact resolution by 20%.
• Create training materials, including PowerPoint presentations and Quick Reference Guides, achieving a 25% increase in knowledge retention.
• Serve as the founder and main contributor to the "EHD Codex," centralizing Enterprise Help Desk resources such as knowledge articles, visual guides, and interactive tools for better accessibility and efficiency.
• Organize and lead weekly roundtable meetings for trainees, providing a space for questions and constructive feedback.

• Served as the primary contact for Boeing employees, efficiently handling 12-15 calls daily and providing remote technical support for Windows 10/11 and MacOS issues.
• Achieved an 88% first-call resolution rate and a 93% Customer Satisfaction Rate, surpassing SLA expectations.
• Recognized with the "Outstanding Achievement Award" for exceptional KPI performance in May, July, August, and September 2023.
• Ranked #1 out of 200 employees in Q3 Stack Rank within the Enterprise IT Help Desk.
• Utilized ServiceNow for efficient ticket management and data entry, improving resolution time by 30%
• Delivered comprehensive software support for Office, Outlook, Skype for Business, Teams, and additional applications, maintaining a 95% customer satisfaction rate

Daytona Beach Shores, Florida, United States

- Patrolled designated areas to preserve peace, prevent criminal activity, and enforce all traffic laws and regulations.- Responded to calls for service involving drunkenness, domestic disputes, thefts, accidents, and more, utilizing sound judgment and following department protocol to ensure public safety.- Made arrests as appropriate, maintaining a.

Saint Augustine, FL

- Deliver exceptional service to customers by presenting menus, answering questions, and making recommendations on food and beverages.- Suggest specialty cocktails, wine, and food items to guests, highlighting the restaurant's unique offerings.- Operate POS system to input orders quickly and accurately, ensuring timely delivery of food and drinks to.

Palm Coast, Florida, United States

- Responsible for training new hires, utilizing a 6-step training technique to aid in their development and success within the company.- Served as a reliable resource for all employees, providing guidance and support when needed.- Led by example, teaching new hires how to become great team players and fostering a positive work environment.- Trained.

Bachelor Of Arts - Ba, Major: Criminology, Minor: Law And Psychology, 3.4 Gpa

Activities and Societies: Flagler College Mock Trial Team, Flagler College Odyssey Team (Editor in Chief)

Basic Law Enforcement, Criminal Justice And Corrections, 4.0

- Squad Leader - 4.0 GPA - Salutatorian

High School, Criminology, 3.5 Gpa

Activities and Societies: Matanzas Marching Band (4 years) Matanzas Symphonic Band (4 years) Matanzas Leo Club (1 year) Chick Fil A Leader.